Focusing on Your Customer

by Harvard Business Review

Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness. In this book, you'll learn to assess the lifetime value of a customer, and why it makes sense to build loyalty among your target customers. You'll also learn to:

- Understand the service-profit chain
- Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability
- Build and refine a process for delivering extraordinary value to your customers

Genres: Management, Business

112 pages, Paperback

First published November 4, 2010

Reviews

[Paul Bard]

Fairly good overview.

[Mahdi Nasseri]

انتظار بیشتری از این کتاب داشتم اگرچه چیزهای زیادی ازش یاد گرفتم ولی به نظرم می توانست در فرمت مختصر و مفیدی که دارد به جای برخی مطالب کمتر مهم بیشتر روی مفاهیم مرتبط تمرکز کند. به هر حال با توجه به خلاصه بودن کتاب به نظرم خوندنش می تونه برای هر کسی که در حوزه بازاریابی آنلاین مشغول هست مفید باشه.

[Phuoomie]

good